How SpinTel partnered with Optus Wholesale to deliver home wireless broadband
SpinTel partnered with Optus Wholesale to find the customer sweet spot with home wireless broadband.
• The Optus Wholesale home wireless broadband (HWBB) offering has been a very successful product for SpinTel and its customers.
• HWBB provides flexibility and portability that delivers high customer satisfaction for SpinTel’s customers.
• Optus Wholesale seeks feedback for improvement to ensure Optus’ products suit SpinTel’s customers’ needs.
"As a business, Optus Wholesale is responsive, they don’t just put out a product and leave it at that, and are always looking for ways to come up with a better product. They are willing to adjust and refine its plans to what the market, our customers, really want” explains Liam Bal, Managing Director and Owner, SpinTel.
SpinTel has been awarded Internet Service Provider of the year (2022) by Whistle Out. SpinTel has been around since 1996 and is one of the largest privately owned ISPs in Australia.
During the initial stages of the NBN rollout, a significant number of SpinTel’s customers wanted a superior alternative to ADSL, but couldn't obtain access to the NBN due to the rollout schedule.
As a long-standing Optus Wholesale customer of more than ten years, SpinTel turned to them for a solution to offer great speeds and data allowances to its customers in a flexible way.
Perfectly meeting the market needs with the Optus Wholesale - SpinTel partnership
“HWBB aligns perfectly with SpinTel’s customers’ needs. Based on the mobile network, HWBB requires no installation – our customers just need the modem and included SIM card. It’s as simple as plug in and go!” says Bal.
HWBB is engineered to function with Optus’ existing mobile infrastructure, and this means the implementation was already operational and ready for immediate use by SpinTel. In partnering with Optus Wholesale, SpinTel could quickly and seamlessly offer these plans to its customers.
In 2017, SpinTel implemented 4G HWBB, which currently has unlimited data and the speed is capped at 20Mbps – meaning it's suitable for browsing, emails, social media, streaming music and video.
In 2020, SpinTel wanted another product that could take advantage of the fast speeds offered by 5G. With 5G HWBB, SpinTel and its customers benefit from the fast 5G speeds and unlimited data – meaning its suitable for 4K video streaming and online gaming.
“As a business, Optus Wholesale doesn’t just put out a product and leave it at that. They are always looking for ways to come up with a better product. They ask us, ‘how can we help you to effectively sell this product to your customers?’ and ‘how can we make it better for your customers?’. Optus Wholesale is willing to adjust and refine its plans to what the market, our customers, really want” Bal says.
Being portable and requiring no hardware installation, HWBB is the perfect solution for all sorts of different households such as students, people living in shared houses, home workers and people visiting their holiday houses.
SpinTel has found that having both 4G and 5G HWBB means there’s a speed level to suit different customers’ needs.
Personalised, flexible plans are the key to customer success
“Currently, 8% of SpinTel’s customers have switched to an alternative service instead of the NBN. 4G and 5G HWBB is beneficial for SpinTel because these services don’t have the additional CVC overheads associated with the NBN. These services offer high customer satisfaction in the market due to the portability of the services” says Bal.
“The 4G and 5G HWBB are very successful products for SpinTel. Working with Optus Wholesale, we’ve made 4G and 5G HWBB two of our key products” says Bal.
Since the launch of 4G HWBB, SpinTel has been recognised for its service and customer satisfaction. SpinTel is one of the most popular Australian ISPs on ProductReview with a rating of 4.4 out of 5 from over 8,196 reviews. SpinTel has been awarded as Australia’s best provider of mobile, NBN, internet and broadband by whistleOut, Product Review, Finder and Money Magazine. “SpinTel prides itself on fostering a community of satisfied internet users who seamlessly enjoy congestion-free NBN, wireless internet, cloud-based PBX and SIM-only mobile plans at affordable rates. HWBB is an important ingredient to our success” says Bal.
As Bal explains, “the partnership with Optus Wholesale has been integral to meeting the market needs. We have a very good relationship, they are accommodating and will put the effort in to help us get the product out to the market.”
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